# What happens if a payment fails?

We email you and keep retrying the same card for about two weeks. Nothing changes during that time. If it still has not gone through, the venue is suspended: off search and the map, and no new stamps. Nothing is deleted, customers can still redeem what they hold, and paying the invoice brings it back.

Source: https://fidella.app/help/business/what-happens-if-a-payment-fails
Last reviewed: 2026-10-05

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A declined card is usually a bank being cautious rather than anything you have
done, so one failure costs you nothing.

## The two weeks

We email you the first time a payment fails, then keep retrying the same card for
about a fortnight. Through all of it your venue runs exactly as before: customers
collect, staff scan, offers stay up. You have the whole of that window to fix it,
and updating the card on your billing page is enough.

If you run more than one venue, that card is shared across them, so the account
owner is who updates it. An admin at a single venue updates it themselves.

## If it still has not gone through

The venue is suspended at the end of the retries, and this is the point at which
customers notice. Your venue comes off search and the map, and its page stops opening. The QR at your counter leads nowhere, and your staff can no longer add stamps or points.

Nothing is deleted. Your data is kept. Your customers keep their own accounts and wallets. A customer who already collects with you keeps their card, and can still redeem a reward or voucher they hold. Only collecting stops.

## Getting it back

Pay the outstanding invoice and the venue returns by itself, usually within a
minute or two, with everything back as it was. You do not need to contact us, and
you do not sign up again. Your venue link never changed, so printed signage starts
working again at the same moment.

That stays true for a good long while but not forever. Leave it long enough and
the venue passes out of the window we keep a closed account for, and then coming
back means a fresh signup. If you are not sure whether yours is still inside it,
ask us before you pay rather than after.